Oh no! That’s no good. The standard timeframe we would advise approximately 30 days to get an outcome on disputed transaction cases. We advise this timeframe because when BNZ contacts the merchant/s bank, they have a maximum of 30 days right of reply. The Disputes team do work hard to resolve cases as quickly as possible however some cases do exceed that timeframe but regardless I’d like to sincerely apologise for the delay you’ve experienced.
Normally the BNZ Disputed Transactions team would contact you directly by email or mail (dependant on the option you chose when you lodged your case with us) if they require more information and they won’t proceed with any case until they get that information sent back to them, are you able to double check your inbox, including the spam folder, or your mailbox to see if you’ve received any correspondence from that team?
Otherwise, you’re more than welcome to call us on 0800 275 269 or send a secure message through internet banking so we can touch base directly with the Disputes team to see if we can get an update for you